RCDSO - IT Help

What is IT Help?

IT Help is the new IT ticket management system.

What is the IT ticketing system?

At the start of 2018, IT began the rollout of a ticket management system to keep track of the various requests for IT support.

Why does IT need a ticketing system?

The ticketing system was implemented to more effectively track, organize, prioritize and report on IT support requests.  The goal is to improve IT service delivery by better identifying challenges and trends related to performance and customer service.

Will this change how I get support?

No, you can continue to use the DL – IT Operations to report a problem or request a service. The tool does add additional ways to request support, such as emailing [email protected] or creating a ticket via the self-serve portal at https://[email protected], however, these are currently optional.

Is it hard to use?

No, just send an email explaining the problem or requesting a service.

Will the system change over time?

Yes, we will be introducing a few new features throughout the year, these will be communicated once ready.

I have more questions regarding the Ticketing System.

If you have additional question please contact the Manager, IT ([email protected] ext 4302).